Manager, Technical Account Management

Adobe•San Jose, CA

About The Position

Ultimate Success is Adobe’s Digital Experience elite service, contributing to the success of our largest customers by wrapping Support Delivery and Technical Account Management around the customer. As a Manager of Dynamic Technical Account Management, your goal is to lead a team of technical experts to deliver best-in-class engagements to enterprise customers.

Requirements

Minimum of 5 years of people management experience in a fast-paced, enterprise-level, critical software support, professional services, or account management environment.
Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Critical Thinking, Business Insight, and Technical Curiosity.
Technical expertise in one or more AEP Solutions
Act as a role model to others: set an example of integrity, ethical behavior, and professionalism.
Strong organizational skills: capable of prioritizing, managing, multitasking, and completing projects across different functions.
Outstanding communication skills (presentation, written, and verbal) to interact with all levels of professional staff.
Ability to explain complex concepts simply.

Nice To Haves

Past experience as a consultant a plus.

Responsibilities

Direct management responsibilities for all designated resources, team objectives, morale, and culture.
Motivate the team to deliver exceptional customer engagements, helping guide customers to optimal technical outcomes
Set quarterly individual goals and provide ongoing performance feedback as well as formal performance appraisals.
Attract, hire, and retain top talent for each functional role.
Coach team members to improve their consultative skills to deliver outstanding technical guidance and facilitate their ongoing technical learning
Help your team embrace and thrive in the age of AI
Evaluate measurement criteria to determine trends in organizational performance, including: customer happiness, operating efficiency, solution adoption, and customer retention.
Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectives.
Own one or more global programs for the Support leadership team.